Digital Student Service Administrator

Competition Number: REQ 7522

TITLE: Digital Student Service Administrator

DIVISION: Office of the Registrar

SALARY: Payband I, starting rate $41.20 per hour

SCHEDULE: Monday to Friday, 8:30 am to 4:30 pm

HOURS PER WEEK: 35

LOCATION: 200 King St.E.

WORK MODALITY: Hybrid (2 days on campus)

STATUS: Full-Time Support

VACANCY: Replacement

EFFECTIVE DATE: Immediately

CLOSING DATE: November 6, 2026

Land Acknowledgement: George Brown Polytechnic is located on the traditional territory of the Mississaugas of the Credit First Nation and other Indigenous peoples who have lived here over time. We are grateful to share this land as treaty people who learn, work, and live in the community with each other.

Equity Statement: George Brown Polytechnic is committed to creating and sustaining an equitable and inclusive learning and working environment. We encourage and actively seek applications from Indigenous, Black, racialized people, visible minorities, 2SLGBTQIA+ persons, all genders, and persons with disabilities.

GBP Vision: To be a polytechnic renowned for its inclusion, excellence, relevance, impact, and leadership.

Position Summary

Reporting to the Senior Manager, Student Service Initiatives, the Digital Student Service Administrator administers and maintains integrated applications and services including monitoring, planning, deploying, troubleshooting and issue resolution. The role oversees the administration of muti-modal student service applications, including chatbot, AI integration, telephony integration, and other digital tools used in student service functions.

Key Responsibilities

• Serves as a subject matter expert for digital engagement technologies and platforms, including chatbots, AI-enabled tools, telephony, text chat, live chat, and associated integrated services.
  
• Creates and manages requests for change related to digital service platforms and supporting technologies as required.
  
• Continually reviews the efficiency, effectiveness, and user experience of digital engagement platforms, applications, and communication channels.
  
• Under direction of Manager, develops user experience feedback data collection methods including user surveys to evaluate engagement and inform future enhancements and create user experience surveys to obtain feedback data.
  
• Performs detailed analysis and synthesis of Chabot student service data using excel and other software systems (e.g., power BI) to inform student characteristics, program effectiveness and program evolution and share with key stakeholders.
  
• Oversees the administration and ongoing maintenance of all aspects related to the chatbot technology framework, including conversation design, administration of the natural language processor, reporting and continuous fine-tuning in keeping in line with the college’s vision and strategic direction.
  
• Designs, implements, and maintains chatbot conversations using the technology framework provided, including designing and implementing complex multi-system integrations.
  
• Other duties as assigned.
  

Educational and Experience Requirements

• Three-year diploma or degree or equivalent from a recognized post-secondary institution in Computer Science (diploma) or Information Systems/Technology is required.
  
• Additional requirements include completion of courses related to:
  
• Chatbot technology (LiveAgent, Lex, Dialogflow, Nuance), Salesforce Agentforce and CRM, chat and AI solution Administrative Role, Livechat applications, Javascript, HTML, and ITIL methodology.
  
• Professional Agile Scrum certification preferred.
  
• Minimum of three (3) years of chatbot development and maintenance experience.
  
• Excellent business process and/or project experience using tools such as Visio, MS Project, and any relational database system.
  
• Experience with conversational design to meet brand and voice standards.
  
• Business analysis experience gathering, documenting, and communicating stakeholder requirements to effectively recommend and evaluate solutions and provide quality assurance.
  
• Salesforce CRM Administration experience.
  
• Experience with service user experience surveys or other forms of user experience data collection and reporting.
  

Skills and Attributes

• Excellent knowledge of customer service methodologies and best practices for delivering and meeting key service metrics.
  
• Keen understanding of business processes and how they relate to customer experience technology.
  
• Well-defined communication skills to articulate technical problems and solutions, excellent problem-solving skills.
  
• Able to develop training materials and provide training to unfamiliar staff members.
  
• Excellent communication, collaboration, teamwork and interpersonal skills at a professional level.
  
• Demonstrated commitment to uphold the Polytechnic’s priorities on diversity and equity.

Interview process may consist of a practical skills component.

Notes:

• The Polytechnic requires proof of degrees, credentials or equivalencies from accredited regional or federal post-secondary institutions and/or their international equivalents. Credentials may require validation at the time of interviews or offer.
• Priority will be given to internal candidates per our Support Staff Collective Agreement. External candidates are welcome to apply, and their applications will be considered after the internal review is complete. George Brown Polytechnic may keep applications for up to 12 months and may contact you for future opportunities.

About Us:

George Brown Polytechnic prides itself on educating students through real-world learning, in the heart of Toronto. Our faculty and employees make this vision a reality, and we support them by making George Brown a great place to work. See why we are consistently ranked as one of GTA’s top employers.

George Brown Polytechnic offers hybrid work opportunities, a competitive pension plan, generous holiday and vacation time, a tuition assistance program, discounted rates for employees taking Continuing Education courses, and an equitable work environment where everyone matters.

George Brown Polytechnic is committed to accommodating applicants with disabilities throughout the hiring process, in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). Candidates who require accommodation in the hiring process may contact [email protected] confidentially.